Job Summary: Responsible for enhancing, designing, developing, and supporting Contact Center applications, IVR solutions, the IAgent App, dashboards, ticketing systems, and all backend integrations. This role requires strong technical expertise in Contact Center technologies, system architecture, software development, and enterprise integrations. The engineer will collaborate closely with business, IT, and vendor teams to deliver scalable, secure, and high-performing solutions.
Job Responsibilities: 1. Application Development & Enhancement Enhance and maintain: o IVR systems o IAgent - Ivison Application ( Novel Vox ) Product o Dashboards and reporting portals o Ticketing systems (case management) o All integrations with backend and Core Systems Design and build new solutions as required by business needs. Optimize system performance, response time, and scalability.2. Business Process & Technical Consulting A) Analyze business processes and recommend enhancements to improve usability and efficiency. B) Provide consultative input for application enhancements and workflow optimization. C) Convert business requirements into technical functionality with full documentation.3. System Architecture & Design A) Evaluate and analyze the architecture of the current Contact Center systems. B) Design scalable, modular, and secure application architecture. C) Ensure alignment with enterprise architecture, cybersecurity policies, and IT roadmap. D) Participate in architecture reviews with IT and vendor teams.4. Change Request (CR) Management A) Gather detailed business requirements and perform gap analysis. B) Translate functional requirements into: o technical specifications o Integration designs o Data flow diagrams o System architecture documentation Prioritize, design, develop, test, UAT, and deploy CRs in alignment with IT change management policies.5. Development, Integration & Automation A) Develop middleware, APIs, backend services, and front-end components. B) Build and maintain secure integrations between internal and third-party platforms. Implement automation for reporting, data extraction, workflows, and system processes. Develop and customize reports/dashboards as per business KPIs. Ensure adherence to data accuracy, performance, and governance standards.6. Deployment, Testing & Support A) Deploy CRs into DEV, UAT, and Production environments. B) Support, regression testing, and UAT with business users. C) Troubleshoot and resolve issues. D) Conduct root-cause analysis and propose long-term corrective action. E) Provide on-call support for production incidents outside working hours.7. Reporting & Analytics A) Build ad hoc and scheduled reports (weekly/monthly). B) Support reporting needs across IVR, Contact Center, IAgent, and backend systems. C) Ensure report quality, accuracy, and system performance.8. Vendor & Cross-Functional Collaboration A) Collaborate with external vendors such as Cisco, Sprinklr, Genesys, Globitel, Novel Vox, Verint, etc. B) Coordinate with IT Operations, Cybersecurity, Networks, Architecture, and Application Teams. C) Communicate technical and non-technical topics to stakeholders clearly.9. Technical Expertise Required Contact Center Technology (Must-Have) Cisco Contact Center Enterprise (UCCE/PCCE) Cisco CVP & IVR Call Studio Cisco Finesse & Agent Desktop Sprinklr Genesys Novel Vox Verint
Job Qualifications: Minimum 5–10 years of experience in application development and Contact Center technologies. Strong communication skills (English). Ability to work under pressure and support critical 24/7 systems. Ability to lead technical discussions with business, vendors, and IT teams